Altigen AltiContact Manager Version 5.0A, Administration Manual

Page: 296 / 578

11-2 AltiContact Manager Administration Manual
Example: IVR Planning
Auto Attendant ID:
100, Phrase 10
Main Menu for XYZ Office
Digit Meaning Action
1 Reserved
for
Extensions
(no
prompts) Collect
Extension
2 Collect
Extension
3 Collect
Extension
4 Express
Support Expand Tree
(No. 110)
5 Sales Expand Tree
(No. 120)
6 Technical
Support Expand Tree
(No. 130)
7 Phone
FAQs Expand Tree
(No. 140)
8
9
0 Operator To Operator
Auto Attendant ID:
110, Phrase 20
Express Support
Digit Meaning Action
1 Installation Call Extension
(Workgroup
350)
2 Board
Support Call Extension
(Workgroup
360)
3 Version 5
Support Call Extension
(Workgroup
370)
4 Version 6
Support Call Extension
(Workgroup
380)
5
6
7
8
9
0 Operator To Operator
Auto Attendant ID:
120, Phrase 30
Sales
Digit Meaning Action
1 Hardware Call Extension
(Workgroup
310)
2 Application
s Call Extension
(Workgroup
320)
3 Check
Order
Status GoTo Item 127
(Collect Order
#)
4 Other:
Ques-tions,
etc. Call Extension
(Workgroup
311)
5
6
7
8
9
0
Planning is essential in organizing
an IVR menu structure that makes
sense. Planning also helps you to
identify needs for custom prompts.
This simple example, using sample
work forms for each menu, shows a
beginning structure: a main menu
and two of the four expansions.
When callers are routed to
workgroup extensions, the
workgroups have their own call
handling settings for greetings,
update phrases, rules for sending to
voice mail, etc.
Timeout (not shown on forms):
after 7 seconds on first level, call
the operator; on any other level, go
to top level by default.